Complaints

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• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i called and emailed the business before they opened. i read the policy and guidelines. tell them what I need to be fixed. my door is broken the latches to hold the door is broken and will not close and the rubber to thick.. and asked for drywall and paint and hang pictures that all I asked for. It states we can only do what you asked for today. we have other clients. she said he would be there between 12 to 2 pm today. then she called back at 11:45 says he can not make it. that the lady asked do to other things and he be there all day. this was unprofessional then he was down the street and came by and said it was a latch and fix that but to put the latches on it would ****** I told him no.

  Business Response

  Date: 08/23/2024

  This customer called before we were open for the day and wanted same day service. This is not something we guarantee. We tried to get someone to her house in the afternoon that day. We informed her before the scheduled appointment that we were not going to have anyone to send out that day. She complained to my CSR not very politely and my CSR tried to politely explain the situation (I can send the call recording). My CSR pulled a technician off his current job to try to help her. Her repairs were going to require at least a couple of hours and a trip to the store and were going to push us into after hours to get the repairs completed the same day. The technician still had to return to the job he was working on and complete it as well. She declined the work and proceeded to complain about us with inaccurate information. 
  
  She states in her complaint that she "read the policy and guidelines" and that "it states we can only do what you asked for today. we have other clients." No where in our "policy and guidelines" does it say anything like that. In fact, our practice is the opposite. We will stay with the client as long as they want our services and reschedule any later appointments for a future time. 
  
  I believe we went above and beyond to go there to try to help her to the detriment of our other customers.
  
  We have one other experience with this customer when she asked us to do another job for her. She complained about something ****** had delivered that she thought was supposed to be "fully assembled". ****** claimed that the items were never going to be delivered fully assembled. She then claimed she was reading a brochure right then that said it was fully assembled, for something that she ordered online. (I can send the phone recording of her telling the story to us) We scheduled the work to be done at some point the following week as we were not available that same day. We told her that if we had someone come available before the scheduled appointment, we would give her a call to see if she was available sooner. When we had someone come available sooner, we called her and she told us that she already had someone else take care of it and canceled. 
  
  So, in just our 2 experiences with her she will cancel on us and not tell us, we have to call her to find out. And when we need to reschedule with her, she complains (she actually told us that if someone came into her house and killed her because her door wouldn't shut right that it would be on us.) until we put aside other needs to tend to hers. And in both experiences, she claims that there was something in writing that entitled her to what she wanted. I don't know about the ****** situation, but in our case, there is nothing states what she claims our "policy and guidelines" state.
  
  Sorry for rambling. I'm just trying to give the entire picture. If any recordings are needed, please let me know.